Dos and Don’ts For Submitting a Support Ticket

Here are a few ways you can help us help you when submitting a ticket:

DO
Check on these forums first as well as on our Product Page on Facebook to make sure the issue isn’t already known (and being investigated and/or solved). It may be that we know about your issue and that we’ve got it listed as a bug to be solved but in the meantime, our Support Team will likely close the ticket as ‘Solved’.

DON’T
Assume you need to report all things. Unless something is inhibiting you from play or requires an account investigation, wait until the next build or ask in your Alliance groups if something’s already known.


DO
Give us as much information you can about your issue, so we don’t have to send back questions. E.g. say “I’m missing my Ancient Valyrian Steel Greatsword, I last saw it on my Sworn Sword named Eddard Vedder.” instead of “zomgah my sword vanished noooes!”

DON’T
Crit us with a wall of text about how your dog ran away and you finally sat down to play GoTA and were looking forward to wielding the sword and ... and ... when we have to search through your thesis-length essay about your game issue(s) it makes it tough to solve quickly. Be thorough but be conservative.


DO
Know we are here to help you, with the tools we have available. Shan, BelleJinx and I are here because we have players who need us. We never forget that support is a partnership between us and you! We want to resolve your issues, and we want happy players. Work with us so we can help you the best ways we can.

DON’T
Feel we have anything but respect and empathy for our players. We all play the game. We all feel the frustrations you feel. And we all cheer along with you when issues are resolved and new features are added. The whole Support Team is in a symbiotic relationship with the playerbase, because we’re part of the playerbase, too.


DO
Continue to use these forums to suss out ideas, forward feedback and keep growing this excellent community of committed players. We may not always answer but we’re always reading.

DON’T
Forget that we’re huge fans of Game of Thrones and will continue to grow and improve this game as long as you’ll have us!

http://support.disruptorbeam.com

 

Relates to: https://gota.zendesk.com/entries/24851387-When-contacting-Support-what-information-should-I-provide-

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